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An Empirical Study of the impact of Service Quality on Customer Satisfaction and Repurchase Intentions in Hotels' of Northern India

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An Empirical Study of the impact of Service Quality on Customer Satisfaction and Repurchase Intentions in Hotels' of Northern India


Anjum Ara | Abid Shafi Zargar

https://doi.org/10.31142/ijtsrd12805



Anjum Ara | Abid Shafi Zargar "An Empirical Study of the impact of Service Quality on Customer Satisfaction and Repurchase Intentions in Hotels' of Northern India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-3, April 2018, pp.2656-2667, URL: https://www.ijtsrd.com/papers/ijtsrd12805.pdf

Objective: Perceived service quality is the most important predictor of customer satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of customers and their repurchase intentions in hotels of northern India. Method: This cross-sectional study was conducted in the year 2016. The study’s sample consisted of 663guests who were staying in hotels of northern India, by using stratified random sampling. A questionnaire was used for data collection contacting 36 items (26 items about service quality and 5 items about overall satisfaction and 5 items about repurchase intentions) and its validity and reliability were confirmed. Data analysis was performed using descriptive and statistical analysis. Result: this study found a strong relationship between service quality and customer satisfaction as well as customer satisfaction and repurchase intentions. Conclusions: Constructs related to tangibility, empathy, assurance had the most positive impact on overall satisfaction of customers. Managers and owners of hotels should give the services as per the requirements of the customers.

service quality, customer Satisfaction, repurchase intentions, customer-hotel relationship


IJTSRD12805
Volume-2 | Issue-3, April 2018
2656-2667
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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